Complaint Review: Total Protect Home Service Plan - Fort Lauderdale Florida

After almost a full year of paying $39.95 a month into this service with Total Protect I placed a request to have a plumber service two toilet tanks at my home as they had begun to leak slowly. I requested that they send a plumber to upgrade the inside of the toilet tanks. I asked them if I bought some new faucets for one bathroom and the kitchen would the plumber install them I was told that faucets are not covered under the plan. I acknowledged that fact and told them that I would pay extra to have the faucets put in.

The Claim Number from Total Protect pursuant to my request was 6096221.

On the Wednesday 7th of January, 2009 at approximately 10:45 AM a plumber representing A Superior Plumbing' by the name of Tony and his wife arrived to do the needed repairs. Tony informed me that he would also place the faucets in place for an added cost $65.00 and a $20.00 service call. This combined with the Insurance cost of $60.00 would be a total of $145.00. I accepted that and quickly drove to home depot to buy the new faucets while he and his wife worked on the toilet tanks.

I arrived back home within a half hour and gave Tony the new Moen faucets to install. Tony started installing the new Moen faucets in the kitchen. However, when he turned the faucet on after installation it had ruptured and water shot out everywhere. Tony told me that the new faucet had to be returned and that I should buy a different brand. I later returned with another brand and Tony installed that one in the kitchen. While Tony was doing the faucets I noticed that one toilet tank was still losing water. I informed Tony and he ran in there and started to work on it again.

At one occasion Tony informed me that he preferred to be paid in cash rather than check so I drove out to the ATM and later when Tony had supposedly finished the work I paid him the $145.00 in cash. I signed the Job Invoice quickly as Tony was in a hurry to leave. Throughout the entire time Tony seemed rather irritable.

As soon as Tony left I noticed that the water was still running in one of the bathroom toilet tanks after being flushed! When I took the cover off I noticed the temporary twist-tie had finally given out! I placed a new twist-tie in place and was amazed that problems still existed in both toilet tanks.

I immediately phoned Total Protect pursuant to my claim #6096221 and I informed them that the work was not satisfactory. They informed me at that time that Tony had informed them that I had told him that I did not want any parts to be ordered for the 2 toilet tanks! I informed Total Protect that was most assuredly a lie as obviously it would not make sense! They should have told A Superior Plumbing' to bring any parts necessary to renew the insides of two toilet tanks!

On Friday the 7th January, 2009 I awoke to find water leaking out onto the kitchen floor. I opened the kitchen cabinet and found a steady leak from the new faucet and the base of the cabinet had buckled! I turned off the faucet under the sink to stop the leak. I then phoned A Superior Plumbing and informed them of the problem Tony's wife informed me that they could not get out until Saturday the 10th of January, 2009 at about 10 AM.

On Saturday 10th January Tony finally arrived at about 12 noon and without speaking quickly tightened the bolt to the faucet and the leak stopped. However at this time Tony got real nasty and made every attempt to break the new faucet screaming that it was the faucet and not his work that caused the damage!!! He screamed out that he was not going to be held liable for the damage and that he was finished with everything and that he was not working for us any longer!!!

At this time Tony ran out the front door never to be seen again.

I phoned Total Protect and notified them of the problem. They said that they would send another person from A Superior Plumbing'. I told them that there was only Tony and his wife and I will not allow Tony back in my home again!!!

To add insult to my injury later that same evening I discovered water running all over the floor in one of the bathrooms! It was coincidentally the same bathroom that Tony had installed the new faucet. I quickly turned off the faucet under the sink and now we are worse off than before Tony arrived!!!

Once more I contacted Total Protect and once more they suggested that they would contact A Superior Plumbing' and ask them to send another person. I once more informed them that I would much rather that they send another plumber from another company as Tony is the only one who works at A Superior Plumbing' as he is the owner.

Not reaching any satisfaction from Total Protect Home Service Plan I finally demanded that they cancel my service with them and they provided me with cancellation notice SL011209.

Just yesterday I found out that Tony of A superior Plumbing lives about 90 mile north of my home. I cannot understand why Total Protect did not find a real plumber that lives much closer to me. In any event Tony lives at 311 Melrose Landing Blvd, Hawthorne, FL 32640

I cannot afford to repair the damage that has been done as I am retired. And at this date my toilets are still not repared to any satisfaction.

Terry

Homosassa, Florida

U.S.A.